EUSTAT Services Charter: Enhancing Transparency and Improving Statistical Services

1. The Services Charter of Eustat Cristina Prado / Alicia Barriocanal Helsinki, May 5th, 2010

2. What is EUSTAT? • An autonomous agency established by the Basque Statistical Law of 1986. • Population: 2.129.339 • Headquarters are located in Vitoria. Provincial offices are in Bilbao, San Sebastián and Vitoria. • Some facts: • Staff: 104 • Statistical plans completed: 6 • Annual dissemination: • 809.040 users to web site and 4.000.000 access • Answers almost 500 queries and 1,000 telephone requests • Distribution of more than 140 press releases per year. • Operations done by EUSTAT in 2010: 105 + 87 as participant • Budget 2010: 14.239.000

3. Outline • Introduction and environment • Phases and development • Content, services, indicators • Assessment of undertakings • Conclusions

4. Introduction and environment • The Services Charter within the model of excellence • 2006 :First self-evaluation • 2007:Process Map. Marketing Process. • 2008:Strategic Plan • 2009: Certification Services Charter • 2010: Audit Services Charter • What is a Services Charter • Transparency and communication tool. • Improvement tool • The aim of the certification • Reliability compliance

5. Proccess Map Eustat 2007

6. Phases and development • Starting: Working group • Establishing the services to be included. • Establishing the undertaking. • Drafting the Services Charter. • Audit for certification.

7. Contents of the Services Charter • 3.1 Contents: Printable Document Format • 3.2 Services, undertakings and indicators • Information Service and Web dissemination. Website and Databank. “Quick queries” service. “Customized statistical information” service. •  Methodology and Technical Advice service. •  Trainning service. •  Publications service. •  Ways of cooperating.

8. Assessment of undertakings I Website and Databank % of the statistical operations disseminated on the set dates. Target value: 80% … … … … 2009 value: 88,2% “Quick queries” service % of “quick queries” answered within 2 working days. Target value:95% … … … … 2009 value:99,8% % of “quick queries” answered within 5 working days. • Target value:≤ 5% … … … … 2009 value:0,2% • “Customized statistical information” service • % of the requests answered within 10 working days. Target value:80% … … … … 2009 value:80,5% • % of the request answered within 30 working days. • Target value:≤ 20% … … … …2009 value:19,5%

9. Assessment of undertakings II • Methodology and Technical Advice service • % of work commissioned prepared within 15 working days. • Target value:90% … … … … 2009 value:100,0% • (*) Institutional agreements might be excluded. • Trainning service • Total number of courses of the International Statistics Seminars organised by Eustat per year. • Target value:1 … … … … … 2009 value:2 • Total number of Summer Courses organised each year on the Economy and Society. • Target value:1 … … … … … 2009 value:1

10. Assessment of undertakings III • Publications service • % of printed publications and electronic editions sent within 3 working days of receipt of order. • Target value:95% … ... ... ... 2009 value: 100% • Ways of cooperating • % of the “Complaints and Suggestions” received answered within 3 working days. • Target value:90% … … … … 2009 value:97,3% • % of the remaining “Complaints and Suggestions” received answered within 10 working days. • Target value:≤ 10% … … … … 2009 value:2,7%

11. Conclusions I • Advantages for the organisation • Global communication: users get information and get involved. • Modernizes and improves the management of the organization. • Reinforces the image: Undertakings and compliance are published. • Periodic renewal of undertakings.

12. Conclusions II • Advantages for users • Perception of transparency in the management of services. • The voice of the user is able to produce corrective action in the organization.